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1..............................GoalsPerformanceresultsdesiredinthefuture2..............................GoalSelectionCategories•MarketPosition•ProfitabilityLevels•CustomerSatisfactionBenchmarks•ProductandMarketMix3..............................Ritz-CarltonGoals•100%CustomerSatisfactionandRetention•50%CycleTimeReduction•SixSigmaQuality4..............................5..........................
